How to Use the Instagram Conversation Closed Webhook

Get Notified the Moment a Customer Conversation Is Closed on Your Instagram Channel

Closing a conversation in DoubleTick is not just a housekeeping action — it is a signal that something has concluded. A query was resolved, a sale was completed, or a lead went cold. But without a webhook, that signal stays inside DoubleTick. Your CRM does not update. Your reporting does not reflect it. The next step never triggers.

The Close a Conversation webhook fires the moment any Instagram conversation is marked as done in DoubleTick — so your external systems can react to it immediately.

Note: This webhook is only available for organisations that have an Instagram channel connected in DoubleTick.

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When Does This Webhook Trigger?

This webhook fires every time a conversation with an Instagram customer is closed or marked as done in DoubleTick.

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Step-by-Step Setup Guide

Step 1: Open Webhooks in DoubleTick

1. Go to Settings

2. Click on Webhooks

Step 2: Create a New Webhook

1. Click New Webhook

2. Give it a name — for example: Instagram Conversation Closed

Step 3: Get Your Webhook URL

You need a destination URL — this is where DoubleTick will send the data each time a conversation is closed.

For testing, use DoubleTick's Bot Studio to preview the incoming data first:

1. Open a new tab and go to Bot Studio

2. Click Create New Bot

3. Set the trigger to On Webhook

4. Copy the webhook URL that appears

Step 4: Fill in Webhook Details

1. Go back to the Webhooks page

2. Enter the webhook name

3. Paste the webhook URL

4. Under Channel Type, select Instagram

5. Select your Instagram channel

6. Click Continue

Step 5: Choose the Event

1. Select Close a Conversation from the event list

2. Click Save

Your webhook is now active.

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How to Test It

1. Open any active Instagram conversation in DoubleTick

2. Mark it as done

3. Go to Bot → Capture Response → View Response Data

4. You will see the event captured in real time

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What Data Do You Receive?

Field	What It Tells You
to	The Instagram handle of your connected business account
from	The Instagram handle of the customer — null in some cases
channelType	Will always be INSTAGRAM
customerName	The display name of the customer in DoubleTick
dtCustomerId	DoubleTick's internal unique ID for this customer
customerPhone	Will be null for Instagram customers
customerHandle	The Instagram handle of the customer
closeConversation	Will always be true — confirms the conversation was closed

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Instagram Close a Conversation Webhook – Sample Payload

{
  "to": "your_business_handle",
  "from": null,
  "channelType": "INSTAGRAM",
  "customerName": "Abhishek",
  "dtCustomerId": "customer_Ehrc3Ls7kS",
  "customerPhone": null,
  "customerHandle": "abhishxo",
  "closeConversation": true
}

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Summary

The Instagram Close a Conversation Webhook turns every conversation closure in DoubleTick into a real-time trigger for your external systems. Set it up once, and closing a chat automatically sets the right next action in motion — whether that is onboarding, nurturing, or re-engagement.